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General Summary
With minimal supervision ensure accurate, timely and efficient customer support while delivering World Class service. Respond to complex e-mail and web chat inquiries in a manner that supports the achievement of client satisfaction, growth and operational excellence goals.
Essential Functions
Primarily respond to routine and complex e-mail and web chat inquiries from members and clients; responding to inquiries will require in-depth knowledge in the following areas: utilizing the plan, issuing authorizations, processing verification of eligibility, identifying and resolving payment errors and accurate completion of necessary documentation and forms processing
Effectively educate and influence members and prospective members on the value and benefit that client offers through its products, services and extensive network of doctorsRemain current on all changes to customer service policy, procedure and product information to accurately, consistently and efficiently respond to inquiriesIdentify and analyze trends and communicate to appropriate business partners, suggest necessary corrections, changes or solutions; appropriately elevate situations that could have company wide impacts
Maintain and organize correspondence to ensure consistent, accurate and professional responses; recommend updates to CS on line knowledge management tools
Respond to a minimum amount of incoming ACD calls daily and as business needs require
Able to effectively navigate through all systems, including Egain and WebChat, Proclaim, CAD, CSR portal and Client Support Line requests
Job SpecificationsTypically has the following skills or abilities:
One to two years of customer service experience handling complex issues in a high volume environment
Excellent written and verbal communication skills
Must be able to articulate information effectively via telephone, email and webchat as well as, clearly document customer situations and prepare letters to confirm agreements made verbally or in writing
Proficient with Microsoft Word and Outlook
Demonstrated ability to work independently with minimal supervision, take initaitive to effectively carry out responsibilities
Ability to meet minimum production requirements
Ability to work at a computer 96% of the time
Effective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made verbally
Must be available to work within the full range of call center hours of operation
Clean credit history as reported by credit report
Testing Requirement
Typing Writing assessment
Nesco Resource is an equal employment opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status, or any other legally protected characteristics with respect to employment opportunities.
